Shipping policy

Shipping Fees

We dispatch orders from our distribution centers across the USA for orders within the USA only. We offer standard shipping only with free shipping across the USA only. We do not ship to countries outside the USA. 

 

Delivery Timeframes

Metro (Capital Cities): 2 - 5 business days

Regional Areas: 3 - 8 business days

 

Editing Your Delivery Address:

Made a mistake in your shipping address? Here's how to update it:

Within 30 minutes of ordering

• Visit your Order Status Page and update your address directly.

After 30 minutes

• If your order hasn’t shipped yet, contact Spiritwind. We’ll do our best to help, but changes can’t be guaranteed.
• If your order has already shipped, please contact Australia Post to attempt a redirection.

 

Lost Item Policy

What We Cover

• Package has no delivery scan and no tracking updates for 10+ days
• Package is 10+ business days past estimated delivery date
• Part of a multi-package order is missing after 10+ business days
  

What We Don’t Cover

• Invalid or incorrect address
• Refused delivery
• Packages marked "pre-shipment" or not yet shipped
• Orders stuck in customs or seized by authorities

 

Stolen Item Policy

Covered If

• Package is marked "delivered" but not received
• Delivered to the wrong address (if correct address was provided)

Claim Timeframe

• File a claim between 5 - 30 days from the delivery scan

 

Damaged Item Policy

Covered If

• Items are unusable (e.g. broken, crushed, shattered)
• Photo or video proof is provided
  

Not Covered

• Manufacturing defects (these may be covered under warranty)

 

Other Important Notes

Claim Time Limits

• Lost: File within 10 - 30 days of the last tracking update
• Damaged: File within 24 hours of delivery
• Stolen: File between 5 - 30 days of delivery
  

Shipping Delays

• Not covered unless the product itself is affected
  

Out of Stock or Custom Items

• Refunds may be issued at our discretion
  

Quality Issues

• Not covered under Shipping Protection - refer to our Returns Policy

 

Filing a Claim

To lodge a claim, email enquiries@thespiritcollection.com with:

• Your order number
• A description of the issue
• Photos or videos if applicable

Our team will review your request and respond with the next steps.

 

Possible Outcomes

• Replacement
• Refund
• Store credit

Spiritwind reserves the right to deny any claim suspected to be fraudulent.